10 Ways to Differentiate Your Brand Through a Better Customer Experience
Customer Experience (CX) is a widely discussed business topic. Companies across the world are starting to shift their marketing focus towards building a better, more intuitive experience for their users. A survey conducted by Econsultancy shows that companies are most excited about the opportunities brought by customer experience, even beating out fierce contenders like content marketing and mobile marketing. In addition, a recent Walker study suggests that by 2025, CX…
Marketing and the Internet of Things
We’re living in a world of big data. Most households have numerous smart devices, from cellphones and speakers to cars and even entire homes. The Internet of Things has not only made our lives easier but has also opened up a whole world of marketing opportunities and new ways to reach consumers. A decade ago, futurists and industry experts eagerly discussed the possibilities of the Internet of Things (IoT). In…
The Evolution of Empathy: Learnings from Our Ancestors’ Decision to Work Together
I’ve discussed quite a bit in this blog, and in the book Mean People Suck, about where empathy comes from. Are we born with it? Is it learned? It’s certainly an acquired skill, but there’s plenty of proof that empathy has been part of the human condition for some time. The evolution of empathy can be traced back to long before homo sapiens walked the Earth. Empathy enabled us to…
What the Changing Fortune 500 Tells Us About Empathy
Everyone’s familiar with the Fortune 500 and the clout and prestige it brings. Fortune Magazine first started the list way back in 1955, naming the companies with the highest revenue in the U.S. Much has changed since the first list, and it’s important to look at the companies growing and shrinking, which is covered in an article by Tyler Durden in Zero Hedge. The article provided me with some key insights…
How to Establish Credibility and Trust in Marketing
A recent survey found that 73% of CEOs think that marketers lack credibility and have quite a bit of work to do to earn their trust. Establishing credibility and trust in marketing is more important than ever before. Marketing Week reported a similar finding that revealed that only about one-third of B2B CEOs consider marketing an important part of their business. Why? It might be us. We’re often so eager…
The 21st Century Innovation Paradox (And What We Can Do About It)
What’s the most desirable trait every company today wants boatloads full of? Innovation. In the post-digital post-COVID era, no matter what industry you’re in, your company is probably constantly looking for creative ways to apply new technologies so you can become more efficient. You’re likely racing to come up with the most innovative ideas to gain a competitive edge. The problem is, nothing kills the creative mindset that’s necessary for…
How to Improve Customer Retention Through Marketing Tactics
Whether you sell a one time product or a long term service, customer retention needs to be a top priority. After all, you’ve spent tons of time and money to get people to buy your product, why would you throw all of that away? Every customer becomes a valuable asset to your business, either in the form of referrals and repeat purchases. Yet, many companies fall flat when it comes…
How to Jumpstart Your International B2B Ecommerce Strategy
The global B2B industry is thriving, and it offers all kinds of excellent opportunities for many companies that feel limited within their own country. According to Statista’s report, B2B online sales are expected to reach $7.7 trillion in 2018 - more than twice that of the B2C ecommerce market. China’s market far exceeds the United States, while countries like the UK, Japan, and Germany are quickly growing in size as…
[My New Book] Mean People Suck: How Empathy Leads To Bigger Profits And A Better Life
I am so excited to let you know that today you can purchase Mean People Suck: How Empathy Leads To A Bigger Profits and A Better Life. You can buy it on Amazon, Walmart, Barnes & Noble and the audiobook is also out available. When most people hear the title, they typically say, "yeah, mean people really do suck!" Then I can see them reflecting. And some of them admit…
5 Steps to Strengthen Your Customer Success Game
If customer service is a school coach, customer success is a personal trainer. The former is reactive, transactional, and focused on serving as many people as quickly as possible. Trainers are proactive and flexible, designing programs around what the trainee wants to achieve. But just like athletic trainers, customer success people need two things to succeed: engaged trainees and the right tools. Although a customer success staff can’t control who…